Terms and Conditions of Sale
These terms and conditions of sale apply to every order placed on www.nahen.fr by a consumer, that is a natural person acting for purposes outside their trade or profession. Placing an order means you have read and accepted them without reservation.
We may amend them at any time by publishing a new version on this page. The terms applying to your order are those in force on the day it is paid for; they remain binding in that version whatever later changes are made.
Who we are
The site is published and operated by nähen SARL, a French limited liability company with share capital of €15,000, registered office at Le Martinet, 48160 Saint-Michel-de-Dèze, France, entered in the Mende trade and companies register and in the trades register under number 889 976 668, VAT number FR69889976668.
You can reach us at bonjour@nahen.fr or through our contact page. Our legal notice completes this information.
Our products
nähen designs, makes and embroiders household linen and textile accessories. Everything is sewn and embroidered in our workshop in Lozère, from natural materials — mainly linen, sometimes cotton — sourced in Europe.
Each product page states the materials, dimensions, colours and, where applicable, certifications. By ordering, you accept the price and description of the item. We do everything we can to make the photographs faithful, but shades vary from one screen to another, and as our pieces are made by hand, slight differences in tone, embroidery placement or finish exist between items. These are part of handmade work and are not defects.
Personalised pieces
Most of our items can be embroidered with wording you type in, in the typeface and with the motif of your choice. Some tablecloths can be made to the measurements you give. We reproduce the wording exactly as supplied, including its capitalisation, its accents and any spelling mistakes: please check it before confirming, as it can no longer be changed once making has begun.
The embroidery thread is chosen by the workshop to match the colour of the fabric; it cannot be selected.
A piece embroidered with your wording or made to your measurements carries no right of withdrawal, on the terms set out below.
Sets
A set brings together several pieces sold together. Each piece in the set is personalised separately: you can embroider a different name on each, or leave some plain. A set is despatched only when complete.
Our prices
Prices are shown in euros, inclusive of all taxes and exclusive of delivery. The prices applying to your order are those displayed when you confirm it. We may change our prices at any time, without this affecting orders already paid for.
Delivery charges are added to the price of the items and are shown to you before payment. They are set out on our delivery page.
Value added tax is charged at the rate in force in France. For destinations outside the European Union, any import duties and taxes are payable in the destination country and remain the recipient's responsibility.
Placing an order
You choose your items, enter any personalisation, then confirm your basket. Before payment, a summary sets out your order in detail, the personalisation entered, the delivery charge and the total: that is the moment to check and correct. Confirming payment concludes the contract.
You then receive an acknowledgement email setting out your order. Please keep it: it is proof of your purchase.
We reserve the right to refuse or cancel an order on legitimate grounds, in particular an unresolved dispute over an earlier order, suspected fraud, or a request plainly out of proportion with our craft activity. Where that happens, you are refunded in full.
Payment
Payment is made in a single instalment when you order, by payment card (Visa, Mastercard), through a secure payment platform. Your card details are transmitted in encrypted form and never travel in clear text; we do not store them.
Cards issued outside France must be international cards. Under article L133-6 of the French Monetary and Financial Code, a payment instruction given by card is irrevocable. By supplying your card details, you confirm that you are the lawful holder of the card used.
An order is processed only once payment has actually been received. Where payment is refused or fails, the sale is automatically rescinded and the order cancelled.
Delivery
We make within 2 working days at most, then despatch by La Poste using Colissimo. Transit times, rates, countries served and customs rules are set out on our delivery page, which forms part of these terms.
Items are delivered to the address you have given. An incomplete or incorrect address that prevents delivery will be charged for on re-despatch. Delays attributable to the carrier — weather, industrial action, seasonal peaks — cannot give rise to cancellation of the order or to compensation, without prejudice to your rights where an order is never delivered.
Risk of loss and damage passes to you when the parcel is physically handed over.
Right of withdrawal
You have 14 days from delivery of your order to withdraw, with no reason to give and no penalty to pay, under articles L221-18 et seq. of the French Consumer Code. If your order is delivered in several parcels, the period runs from the last one received.
This right does not apply to goods made to your specifications or clearly personalised, under article L221-28 3° of the same code. At nähen this covers pieces embroidered with wording you typed in and tablecloths made to your measurements — and those only: choosing a colour, a catalogue size or one of our ready-made motifs does not deprive your order of the right of withdrawal. We flag this exclusion on the product page before you order, then remind you of it at checkout, where we record your express and dated acknowledgement.
To exercise your right, write to us at bonjour@nahen.fr by an unambiguous statement before the deadline expires. A model form is available on our returns and refunds page; using it is not compulsory.
You then send the item back within 14 days, return postage at your expense. We refund you within 14 days at the latest of receiving the item back or of proof of its despatch, including the outbound delivery charge up to our standard rate. Full details are on our returns and refunds page.
Statutory guarantees
Independently of the right of withdrawal, and including for personalised pieces, you benefit from the statutory guarantee of conformity and the guarantee against hidden defects. To rely on them, write to us at bonjour@nahen.fr with your order number and a photograph; we cover the cost of sending the item back.
These guarantees do not cover normal wear of the linen, nor damage arising from care that departs from the label — washing above the recommended temperature, an iron passed over the embroidery, harsh products.
The consumer has a period of two years from delivery of the goods to obtain the benefit of the statutory guarantee of conformity where a lack of conformity appears. During that period the consumer need only establish the existence of the lack of conformity, and not the date on which it appeared.
The statutory guarantee of conformity entitles the consumer to repair or replacement of the goods within thirty days of the request, free of charge and without significant inconvenience.
Where the goods are repaired under the statutory guarantee of conformity, the consumer receives a six-month extension of the original guarantee. Where the consumer asks for the goods to be repaired but the seller insists on replacement, the statutory guarantee of conformity is renewed for two years from the date of replacement.
The consumer may obtain a price reduction and keep the goods, or terminate the contract and be refunded in full against return of the goods, where: 1° the trader refuses to repair or replace the goods; 2° repair or replacement occurs after thirty days; 3° repair or replacement causes significant inconvenience to the consumer, in particular where the consumer definitively bears the cost of taking back or removing the non-conforming goods, or bears the cost of installing the repaired or replacement goods; 4° the lack of conformity persists despite the seller's unsuccessful attempt to bring the goods into conformity.
The consumer is also entitled to a price reduction or to termination of the contract where the lack of conformity is so serious as to justify immediate price reduction or termination. In that case the consumer is not required to ask for repair or replacement first. The consumer is not entitled to termination of the sale where the lack of conformity is minor.
Any period during which the goods are out of use for repair or replacement suspends the remaining guarantee period until the repaired goods are delivered.
The rights set out above arise from articles L. 217-1 to L. 217-32 of the French Consumer Code.
A seller who in bad faith obstructs the exercise of the statutory guarantee of conformity is liable to a civil fine of up to €300,000, which may be raised to 10% of average annual turnover (article L. 241-5 of the French Consumer Code).
The consumer also benefits from the statutory guarantee against hidden defects under articles 1641 to 1649 of the French Civil Code, for two years from discovery of the defect and no more than five years from the sale. That guarantee gives a right to a price reduction if the goods are kept, or to a full refund against their return.
Availability
Orders are fulfilled subject to available stocks of fabric and supplies. If, despite our care, an item ordered proved unavailable, we would tell you by email as soon as possible. You could then cancel the order and be refunded, or wait for a restock for which we would give you a date.
A set is available only if every piece in it is.
Loyalty scheme
Your orders earn points, which convert into a discount on later purchases. The earning and conversion rates are shown on your loyalty page and may be changed for the future, with no effect on points already earned.
Points have no monetary value and cannot be sold, transferred or refunded in cash. Where an order is cancelled or refunded, the points it earned are cancelled and any points spent on it are credited back to you.
Promotional codes and offers
Unless stated otherwise, a promotional code may be used once per customer account, does not combine with another code, and applies when the basket is confirmed. Promotional codes do not apply during sale periods or to items already reduced.
Commercial operations — flash sales, seasonal offers — are subject to their own conditions of duration and scope, announced with the offer.
Personal data
The data you entrust to us is processed to fulfil your order, manage your account and, where you have consented, send you our news. You have rights of access, rectification, erasure, objection and portability. Details of the processing, retention periods and recipients are set out in our privacy policy.
Intellectual property
Every element of the site — text, photographs, illustrations, embroidery designs, visual identity, code — is protected by intellectual property law and remains the exclusive property of nähen. The nähen trade mark is registered with the INPI.
Any reproduction, representation or exploitation, in whole or in part and on any medium, is prohibited without our prior written agreement. Buying an item confers no right over the designs it carries, beyond personal use of the item acquired.
Liability
Our items comply with French regulations in force. For deliveries outside France, it is for you to check that the item ordered complies with the regulations of the destination country.
We cannot be held liable where performance fails through the act of a third party to the contract, through your own act — incorrect embroidery wording, incomplete address, care contrary to the label — or through force majeure within the meaning of article 1218 of the French Civil Code. Nothing here limits the statutory guarantees set out above, from which no derogation is possible.
Complaints and mediation
If something goes wrong, write to us first at bonjour@nahen.fr: most situations are settled in a few exchanges.
If our answer does not satisfy you, you may refer the matter free of charge to a consumer ombudsman, under article L612-1 of the French Consumer Code. The ombudsman covering nähen is [to be completed: name of the ombudsman, postal address and website]. A referral is admissible only after a prior written complaint to nähen, and within one year of that complaint.
Governing law and disputes
These terms are governed by French law. In the event of a dispute the French courts have jurisdiction, without prejudice to the protective rules you enjoy as a consumer resident in another Member State of the European Union.